A Study on Customer Satisfaction in Banking Industry in Sri Lanka

CHAPTER 1 INTRODUCTION World class companies have taken more market share by providing notably better customer service. Executives know that to stand out in a crowded field of competitors, customer service is a very critical component in achieving and maintaining a high level of customer satisfaction. When pressures move the organization to meet only performance goals and measurements such as overhead absorption, shipping dollar targets, labour efficiency, purchase price variance and the like, however, customer service often takes a back seat to these other concerns. The result can be a plunge in customer satisfaction and ultimately, if allowed to continue, erosion in market shares. Because of globalization, internationalization, technical innovations, law deregulations, and market saturation, the current situation of the banking industry is changing. The intensity of competition increases due to new products and services as well as the entrance of competitors from other industries, such as the so-called non- and near-banks. Even more, the continuously growing educational standard as well as better opportunities to gather information induce enormous changes in customer behavior. Thus, competition for customers becomes more difficult and, considering the growing intensity of competition, the major banks’ need for sustained competitive advantage increases Organisations often think the way to measure customer satisfaction is to examine the number of customer complaints. The problems with this method is that it is reactive, it only responds (if at all) after the event and it does not really measure satisfaction only dissatisfaction. Monitoring complaint levels does not really tell if the customers are any more or less satisfied with the product or service. For example, consider how many times you have been dissatisfied with a product or service – say once a month. Now how many times have you written to complain – possibly once or twice or maybe never. Managers and Directors often say â€Å"if our customers are unhappy, they soon tell us†. Well do they? If on a personal level you rarely write to complain, what happens as a company level – is it different? Here is an example of an organisations basing its customer satisfaction strategy on levels of customer complaints and getting badly misled. In a Warehousing organisation, customers were unable to obtain product (spares, consumables, etc. from the newly relocated, reorganised and centralised warehouse. Deliveries were often late or wrong if they arrived at all. The customer complained verbally but being unable to obtain their spare or consumable, spent their time looking for an alternate supplier rather than wasting their time complaining. The customer could not afford the time to complain, they were too busy avoiding their processes from stopping by sourcing the required items from another supplier. The Warehouse turnover plummeted. â€Å"If our customers are unhappy we'll soon know about it† said management. Well, they didn’t at least not until it was too late and they had lost 90% of their customers. Yes 90%. There is obviously a strong link between customer satisfaction and customer retention. Customer's perception of Service and Quality of product will determine the success of the product or service in the market. With better understanding of customers' perceptions, companies can determine the actions required to meet the customers' needs. They can identify their own strengths and weaknesses, where they stand in comparison to their competitors, chart out path future progress and improvement. Customer satisfaction measurement helps to promote an increased focus on customer outcomes and stimulate improvements in the work practices and processes used within the company. In any type of business, whether companies are selling toy airplanes or offering massages, customer satisfaction plays a key role in the success of the business. Much like employee satisfaction, customer satisfaction is important to consider when running a business Companies that care about their success always care about customer satisfaction. The customer is the end user and if they aren't happy with the product or service then they might not return to purchase the product or service again. This usually results in the business losing money, due to poor customer satisfaction. Customer satisfaction emerged from consumer studies that sought to quantify the basic assumption implicate in the marketing concept that satisfied customers are more likely to have a positive attitude towards the product and re buy it. The value of satisfaction is often underestimated. Loyal customers and employees affect an organization’s success, which can be difficult to quantify. Loyal customers grow business by increasing market share. Over a lifetime, a loyal customer purchases more, purchases at a premium (they are less sensitive to price), costs less to sell to, and refers the company business to others. Employees, especially those on the front line, directly impact customer satisfaction. An essential part of assessing satisfaction includes identifying dissatisfaction. Dissatisfied customers and employees often hold the information what the company need to succeed. Understanding when and why dissatisfaction occurs helps the organization to implement changes to gain and retain future customers and employees. Measuring customer satisfaction is an important element of providing better, more effective and efficient services. When clients are not satisfied with a service as provided, the service is neither effective nor efficient. This is especially important in relation to the provision of public services. Under conditions of perfect competition, where clients are able to choose between alternative service providers and have adequate information, client satisfaction is a key determinant of the level of demand and therefore, the operation and functioning of suppliers. However when a single agency, either government or private sector, is the sole provider of services, the level of client satisfaction is often overlooked when assessing the effectiveness and efficiency of services. Customer satisfaction is the extent to which the desires and the requirements of the clients are met. A service is considered satisfactory if it fulfils the needs and expectations of the customers. There are many factors taken into consideration by the customers in appraising the services provided, including: promptness, reliability, technical expertise, expectations, quality and price. . 1 RESEARCH PROBLEM ANALYSIS The staffs in the front office fail to deliver goods in the proper way to the customers due their inefficiencies where by the customer gets frustrated by the service rendered of the front office staffs and goes to the extent of closing their accounts and look for another bank who could better service for the customers. Due to this problem customers maintain sev eral bank accounts in many banks to consume better services. This problem was faced by the researcher and some informal discussions were done by the researcher with some other banking customers. They also experienced some similar problems with their banks’ services. This gave an idea to researcher to do a research in customer satisfaction level in the banking industry in Srilanka. 1. 2 IMPORTANCE OF CUSTOMER SATISFACTION: ENSURING FUTURE REVENUES A renewed focus on customer service and satisfaction leads to improved customer loyalty and increased revenue. For example, reducing customer churn by 1 percent can translate into the same percentage increase in revenue. Particularly in industries characterized by low switching costs and products that are dif? ult to differentiate, customer service offers a way of providing distinct value to the customer. The company gives excellent services customer satisfaction other brands become less important and switching costs decline, the importance of customer service has increased and, in some industries, become the major differentiator. Companies that align themselves to better serve their customers enjoy lower customer churn, lowe r costs, and higher pro? ts, since satis? ed, loyal customers purchase additional products and services. At the same time, customers expect better service. They expect their requirements to be fulfilled promptly and their issues resolved quickly and to their satisfaction. Long periods spent on hold, multiple transfers, and interactions with inexperienced or poorly trained customer service representatives can damage the relationship. Accordingly, every customer interaction has the potential to either strengthen the relationship or drive the customer to a competitor. 1. 3 CUSTOMER SATISFACTION AND LOYALTY: FOCUSING ON THE LONG TERM Achieving high customer satisfaction levels, low churn rates, and effective cross-selling requires a strategy that balances the seemingly con? cting factors that affect organisation performance. Such a strategy can increase overall business performance by balancing ef? ciency-based measures with effectiveness measures that emphasize customer service and cross-selling. Whether an organisation is focused primarily on servicing customers or generating additional sales revenue, maximizing the value of customer inte ractions depends on a company’s ability to clearly understand the factors impacting performance and make decisions that leverage or resolve hose factors. Through this level of insight, organisation can achieve and maintain high satisfaction levels and higher revenues while keeping their costs as low as possible. 1. 4 NEED OF CUSTOMER SATISFACTION RESEARCH Spending on customer satisfaction research by American industry has grown tremendously – in recent years, and a number of trends suggest that the need for this type of research will continue to rise in the years ahead, particularly among firms that sell to other organizations. The following reasons induce organizations to conduct research on customer satisfaction. Companies are buying more, but from fewer suppliers Business and government markets are growing, but getting tougher to sell to. Organizations bought more than $8. 3 trillion worth of goods and services in 1993, according to Penton Research Services' estimates. Spending has increased every year since 1982, even during the 1990-91 recessions. Companies forced to downsize in recent years are now buying many of the goods and services they used to produce internally. Goods-producing industries outsource the most, although government – which is privatizing a number of operations – and many service firms expect to do more outsourcing in the years ahead. Total business and government purchases are expected to double over the next decade, reaching $17. 5 trillion by the year 2005. However, it's also becoming more difficult for suppliers to get – and keep – customers. A Penton Research Services study found that 40 percent of large business and government units are buying from fewer suppliers than they were five years ago, even though the amount purchased is up. And nine out of ten purchasing executives at Fortune 1000 companies surveyed by the Center for Advanced Purchasing Studies (91 percent) expect to use fewer sources of supply in the year 2000. Business and government buyers want to establish partnerships with their suppliers. Properly-conducted customer satisfaction research can help a company build stronger relationships with both current clients and key prospects. Customer power is increasing The balance of power in business transactions is shifting to the customer. According to a study conducted by Arthur Andersen in conjunction with the Distribution Research and Education Foundation, the buyer's ability to dictate such terms and conditions as billing and pricing is expected to increase during the '90s, while the power of suppliers/ manufacturers and wholesaler-distributors decreases. As buyers gain power, they'll have increased leverage to set standards for product quality and specifications, delivery time, and service. More than half of the executives surveyed by the Gallup Organization (53 percent) report that demands from their company's customers are rising or changing a great deal. Research allows a supplier to truly hear the voice of the customer and tailor its product/service mix to changing buyer needs. Suppliers need to satisfy multiple buying influences Companies selling to industry, have to please a number of different individuals within customer organizations, each with their own needs and agendas. According to a Penton Research Services survey, the number of people involved in a buying decision ranges from about three, for services and items used in day-to- day operations, to almost five, for such high-ticket purchases as construction work and machinery. A Forsyth Group analysis of buying decisions at one large firm, Harnischfeger, showed that the number of individuals involved in the purchase of a single type of product could exceed 50. In addition, it's not going to get any easier for suppliers. A Center for Advanced Purchasing Studies survey found that 87 percent of the purchasing executives at Fortune 1000 companies expect teams of people from different departments and functions to be making buying decisions in the year 2000. A well-designed customer satisfaction measurement program that targets key buying influences can help keep current customers sold and identify ways to win over non-customers. Quality is still job one Customers want a good price, but refuse to sacrifice quality or service to get it. A Penton Research Services survey of business and government decision-makers found that quality is the single most important factor in choosing a supplier. Price received the second largest number of mentions, followed by reputation, delivery time, and technical assistance. In fact, nine out of 10 business buyers believe that paying a higher price for quality is more cost-effective in the long run, and according to a study conducted by Kane, Parsons & Associates, most executives (86 percent) prefer to do business with suppliers that have made a formal commitment to quality improvement and customer satisfaction. The buyer, not the seller, determines what attributes of a product or service constitute quality, and research can provide an objective measure of what customers think, correctly or incorrectly, about a company and its competition. The rate of change is fast and getting faster American industry is in a continual state of flux. There are more than 8,200 new business incorporations, failures, acquisitions, address changes, and name changes on the average business day. The buying influences that suppliers need to keep satisfied are also constantly changing. A Penton Research Services analysis of changes among managers, engineers, and purchasing agents found that more than 20 percent leave their company, change job titles, or transfer to another location over the course of a year. This means that more than half of the buying influences will probably change in some way within three years. Most of the executives surveyed by the Gallup Organization believe that the current rate of change at their company is rapid or extremely rapid, and 61 percent of them think that the pace of change will accelerate in the future. Companies selling to industry have to continually monitor the marketplace to be able to respond quickly to changes in buying procedures, factors influencing the purchase, and the people making the buying decision. Customer satisfaction research will be needed more than ever by firms that want to survive – and thrive – in the challenging years ahead. 1. 5 CORE BANKING FUNCTIONS Banking has always been a changing industry. Lord Denning, once observed; â€Å"Like many other beings, a banker is easier to recognise than to define†. (D G Hanson, Page 1). D G Hanson in his popular book on Service Banking writes, â€Å"We are tempted to say that banking is what one cares to make it†. Whatever way one defines a bank, a banker or the business of anking, it appears that, despite a large spectrum of financial services that banks have embarked on to offer, certain fundamental economic functions of Banking remain yet to be fully substituted. To understand this proposition it may be necessary to look at Banking from both a traditional functional view, i. e. a functional analysis and from a logical business and economic view, i. e. an economic analysis. A Functional Analysis A func tional analysis of banking business will look at the apparent activities that a bank performs. The activities are numerous and more keep adding to the list. The Banking Act No 30 of 1988 defines the business of banking as â€Å"â€Å"banking business† means the business of receiving funds from the public through the acceptance of money, deposits payable upon demand by cheque, draft, order or otherwise, and the use of such funds either in whole or in part for advances, investments or any other operation either authorized by law or by customary banking practices;† This definition mainly deals with the aspect of banking where the function invariably looks at the maintenance of demand deposits commonly known as current accounts. Current Accounts are maintained only by Licensed Commercial Banks. Does this mean that only Commercial Banks carry on the business of Banking? Probably not so. There are other institutions and instruments that perform most of the economic functions of Banking. It is important, therefore, for us to analyse the economic functions more than the activities of Banking. The concentration of this article will therefore be on Economic Functions. Nevertheless, it is useful to look at the activities that banks do carryout with a view to analysing the Economic Functions. The Banking Amendment Act No: 33 of 1995 by its section 31 that introduces section 76A to the Act, to provide for Specialised Banking, restricts the carrying on of the business of accepting deposits of money and investing and lending such money to be only by a company which has an equity capital in an amount not less than Rs 50 Million and under the authority of a licence issued by the Monetary Board.

Genetically Modified Foods, Pros and Cons persuasive essay Essay

â€Å"When you light a candle, you also cast a shadow. † – Ursula K. Le Guin. No matter what good some people believe they are doing, everything seems to come with a consequence, and the question is whether or not the good overpowers the bad. Many experts argue that Genetically Modified foods are actually beneficial to, not only people, but animals, plants, and the world overall. Some experts even state that, not only are they beneficial, but that they also protect the environment and aid food productivity. Most farmers actually recommend GMO’s because they are easier to grow, maintain, and tend to be more profitable; however, countless other experts have come to realize that GMO foods are untested, unsafe, and unhealthy. Studies indicate that these â€Å"acclaimed† GMO foods will not, feed the world, end hunger, increase the profit of farmers, or reduce the cost of farming. GMO’s even have long term effects that haven’t been adequately tested, and the effects could be catastrophic if they are not handled with caution. Although some experts claim, â€Å"GM foods reduce effectiveness of pesticides. † However, that is the point. GM foods are created in order to decrease the amount of pesticides. It is a healthier and safer option than the use of chemicals going into your body. For example, members of the Northern Canola Growers Association express, â€Å"GM foods such as BT corn can help eliminate the application of chemical pesticides. † Because pesticides are harmful to humans, GM foods are the better solution; they decrease the danger. This quote shows that GM foods are already being produced in foods such as corn, and nothing has gone wrong yet. They are actually healthier because pesticides aren’t used. In a 2000 Washington Post editorial, Hassan Adamu, Nigeria’s minister of Agriculture, explains to readers that, â€Å"in Africa, GM foods could almost literally weed out poverty. † And, â€Å"many African countries face poor growing conditions that thwart any attempts to grow traditional crops. † Since the world population is growing rapidly everywhere each day, eventually there will not be enough land to feed everyone. GM foods wound not only create more food for people all over the world, but would also create more jobs across the world. GM foods would increase food production and decrease world hunger and unemployment. Contrary to popular belief, most farmers actually recommend the use of genetically modified foods, because they are easier to grow, and are more profitable. An example of how they are easier to grow is that genetically modifying plants can make them more resilient and tolerant to harsh conditions. According to UC Southern California Professor of Biology Terrel Edwards, â€Å"a gene from the grey manganese has been genetically implanted into tobacco in order to make it tolerant to salt and many other ionic stresses. † These recent developments in biotechnology make it possible for plants to grow in places that have harsh conditions such as deserts. This is good for farmers around the world, because they can utilize land that was once useless, and baron land is extremely cheap, so farmers could make more profit. Furthermore, GMO crops have been in use since the early nineties in the United States, and have changed the way farming has been done forever. According to Hembree Brandon, an advisor to the National Research Institute, â€Å"In 2009, GE crops have accounted for more than 80 percent of all soybean, corn, and cotton acres. † Clearly, modified foods have already been in our society for over eighteen years. Also, GE crops are more profitable, because a farmer yields more crops per acre than ever before, like in corn. Farmers are now getting six times more corn out of a crop, making the need for gargantuan farms go down. This downsizing makes room for more homes and different crops. In addition, GE crops are easier to grow. For some crops, it’s not cost efficient to remove weeds by physical means, such as tilling, so famers will often spray large quantities of different herbicides to destroy weeds, a time consuming and expensive process that requires care so that the herbicides don’t harm the plants or environment. A farmer grows these soybeans which then only require one application of weed killer instead of multiple applications, reducing production cost and limiting the dangers of agricultural waste. In initiation, Agribusinesses, who promote their GMO foods, have asserted fallacies about their GMO’s, stating that they will save the world from hunger by generating more food, create more productive crops, and reduce the cost of farming; those of which have all been invalidated by experts. For example, Andrew Kimbrell , the executive director of the International Centre for Technology Assessment, argues that food production is not the problem , and in fact â€Å"The world produces more than enough food to feed its current population†, that the problem is in distribution. The world actually produces so much food that â€Å"enough is available to provide 4. 3 pounds of food to every person, every day† (Kimbrell 1998). Agribusinesses lie to the people claiming that their GMO’s are saving people, and ending hunger in the world to try and convince you to buy their product, when in effect food production is not the problem. Secondarily, GMO’s are said to be more productive, and create greater yields; however Stated by Kimbrell, â€Å"there are currently two principal types of biotech seeds in production: Herbicide Resistant, and ‘Pest’ resistant seeds. And in â€Å"A Two year study by the University of Nebraska† revealed that the GMO â€Å"Soya beans actually resulted in lower productivity that achieves with conventional Soya beans† (Kimbrell 2003). The claims that GMO’s will produce more yields are false and will hurt farmers everywhere. The GMO manufacturers have brought nothing good to the table, and are only deceiving people with fallacies in order to make money. As a final point, GMO’s are supposed to reduce the cost of farming and create cheaper products; all the same, GMO’s have failed to do that as well. GMO companies have created what is called â€Å"Terminator Technology†. â€Å"TT† is when the companies genetically engineer plants to â€Å"Produce a sterile seed after a single growing season† (Kimbrell 2003) ensuring that farmers cannot save their seed, having to buy their seed every year. With â€Å"More than half of the world’s farmers relying on saved seeds for their harvest† this technology can have a cataclysmic impact on food production, the cost of food, and could spark mass starvation. GMO’s have yet to bring a single product to the table that actually benefits consumers, or farmers. These products are only full of risks, more costs, and dangerous effects on the market; therefore they aren’t the solution, only a major part of the problem. Genetically modified foods have long term effects that have not been adequately tested, and in order to assure the consumer that what they’re purchasing is safe, extensive testing is mandatory, otherwise, there could possibly be catastrophic effects in the future no one suspected to occur. For example, Dr. Keith Kantor, who was appointed CEO of Service Foods, Inc. in 1994, all the while working with food sciences for 27 years, expresses that GMO’s have antibiotic features included within them, making them â€Å"resistant to certain diseases and viruses†. At first glance, this fact appears to be a plus side of GMO foods, but Kantor explains how, when humans consume GMO’s, our very own genetic structure changes and the â€Å"antibiotic features persist in our bodies and make actual antibiotic medications less effective†. In addition, Kantor’s own studies with his patients involved with nutrition were observed to have an improved state of being, both in weight and health, when they discontinued the use of all GMO products; therefore, Dr. Kantor does â€Å"not recommend using any GMO foods until more testing is done†. Next, Jeffery M. Smith, world’s bestseller on the topic of GMO foods – â€Å"Seeds of Deception: Exposing Industry and Government Lies about the Safety of the Genetically Engineered Foods You’re Eating† and â€Å"Genetic Roulette: The Documented Health Risks of Genetically Engineered Foods† –, has many expert opinions and horrifying facts about these products. Smith reviews the few tests that have been done on rats and mice and produces shocking evidence of genetically modified food dangers; some of the mice and rats who were fed strictly GMO foods ended up developing tumors, widespread organ damage, premature death (50% males, 70% female), most of their babies dying in the womb, the babies that were born were smaller in size and quantity and grew up to have problems becoming pregnant, and some embryos had significant changes in their DNA. Male rats and mice became infertile or had altered sperm during these tests as well. All these signs not only appear in test rats and mice, but in our world’s livestock, such as in the US, where various farmers reported that â€Å"thousands of pigs became sterile after consuming GM corn varieties†. Some of the pigs had â€Å"false pregnancies† while â€Å"others gave birth to bags of water†. Not only have there been effects on animals, but on humans as well; Smith’s research shows that, in the Pacific Northwest, about â€Å"five-hundred people reported allergy or flu-like symptoms†, and some of those same people â€Å"had to go to the emergency room† because the effects were so severe. These same symptoms were repeatedly reported in India in 2008 by farm workers who worked around GMO cotton containing Bt, or a self-produced herbicide built inside the engineered foods. Yes, herbicides are used in organically grown crops, but the built-in herbicides contained in GMO crops are â€Å"thousands of times more concentrated than natural Bt spray†, so it’s basically food covered in poison, and since it is built-in, one cannot wash it off the plants. Not only does this affect humans, but ecosystems; ecosystems are in danger from the pollen coming from these plants since they could perish from all the toxins built inside them to kill weeds, and when the plants start to die out, so do the herbivores who eat them. Moreover, even if the purpose of the built-in herbicides are to kill the weeds, there would be cross-pollination that would create a â€Å"superweed†, continuing to compromise ecosystems as it would overtake other plants and become immune to current made weed-killers. Every story has two points of view; however, it’s up to the individual to decide for oneself what the truth is. Many experts argue that GMO foods are actually beneficial not only to people, but animals and plants as well. Some experts even go as far as to say that not only is it beneficial, but also protects the environment and aids food productivity. With any positive side, there are adverse effects, however. GMO foods have long term fallouts which are somewhat unknown due to lack of testing from agribusinesses, but the ones made clear consist of animal deaths and cancer. GMO foods are becoming part of our society whether we like it or not. Many truths have been stated in this argument, but one has to decide for his or herself what they believe. GMO’s will be on shelves, labeled and unlabeled, whether they are an iniquity to life as we know it, or the cure and wonderful elucidation to all our problems.

Driving Safety and Distractions

Research question: driving safety and types of distractions Hypothesis: Driving safe and trying to avoid distractions can prevent thousands of accidents each year. People tend to let things like music, phones, makeup, and other things distract their driving. Acting more safely can prevent alot. The null hypothesis would be that it really doesn't matter about the distractions it is up to the person to drive safe. The number of participants that i will use for this research is thirty. The inclusion characteristics will be age, gender, and three different types of distractions. I on't think there will be no exclusion characteristics considering the study is using age and gender as well as different distraction characteristics. Yes the sample nedds to be diverse because we are studying driving between male and females. We are also studying the adult and teenager age groups against the different distractions that we intend to use. The type of sampling method that I will be using is strati sfied random sampling. This sampling is appropiate because i will be randomly selecting participants from each group so that their presentation in the sample is proportional to the epresentation in te population. I will generalize my sample to the male and female population. I will also use the teenage and adult groups. I will also generalize between the different types of distractions and there affect. The independent variables in my study will be men versues women. The dependent variable would the types of distractions that causes a person not to drive safely. I will be using the one-way annova test. This test is appropiate to use with the number of distractions being tested which will be three or more caterogories to compare against. The reliablity of this study is based off of the participants and how they react to the types of distractions. The validity would be how valid the distractions are to get a reaction out of the participants. For this study I will be using observational research in determing driving and types of distractions. I would set up a car simulation. Each participant would be driving and I would add a distraction to the experiment to observe the reaction of the person. I will also use data from different driving accidents to see what caused it and the age and gender of the person. Descriptive research si the deisgn being used. This research is good because I am using observational research and some archival data. The basic procedure that I will go through is to randomly pick male and females some that are teens and some adults. I will set upa car simulation and have each one drive and then present different distractions to see how they react. I can also see what was the one distractions that had the greatest effect and the one that had the least effect. Some ethical issues could be the race of the subjects, the area in which they live, health and mental issues. References: Occupational driver safety: Conceptualising a leadership-based intervention to improve safe driving performance[->0] Newnam, Sharon; Lewis, Ioni; Watson, Barry. Accident Analysis & Prevention (0001-4575) March 2012. Iss. Volume 45;p. 29-38 Source: Science Direct[->1] Teens Receive Grant to Develop Safe Driving Campaigns. [->2] Professional Safety (0099-0027) Oct2011. Vol. 56,Iss. 10;p. 29-29 Source: Academic Search Elite[->3] Protext Mobility Releases DriveAlert Safe Driving Solution for Android to Combat Distracted Driving[->4] Anonymous. Wireless News 2011-08-04. Source: Telecommunications (ProQuest)[->5] .Automotive; Safe Driving Starts with Safe Thinking[->6] Anonymous. Transportation Business Journal (1945-8436) 2011-07-03. Source: Military Collection[->7] Road safe seniors: Screening for age-related driving disorders in inpatient and outpatient settings[->8] Hill, Linda; Rybar, Jill; Baird, Sara; Concha-Garcia, Susanna; Coimbra, Raul; Patrick, Kevin. Journal of Safety Research (0022-4375) 2011-06-01. Vol. 42,Iss. 3;p. 165 Source: Research Library Complete (ProQuest)[->9] Older and Younger Drivers' Beliefs about Motor Vehicle Features to Benefit Their Safe Driving[-;10] Soyun Kim ; Michael S. Wogalter ; Christopher B. Mayhorn. Proceedings of the Human Factors and Ergonomics Society Annual Meeting September 2010. Vol. 54,Iss. 2;p. 160 – 164 Source: SAGE Journals Online[-;11] .Safe Driving Systems, LLC; Texting While Driving: Danger Eliminated with New Technology[-;12] Anonymous. Computer Business Week (1944-1541) 2010-04-08. Source: Science Journals[-;13] Age and gender differences in risky driving: The roles of positive affect and risk perception. Rhodes, Nancy; Pivik, Kelly Accident Analysis & Prevention (0001-4575) May 2011. Vol. 43, Iss. 3; p. 923-931 Source: Science Direct Age, skill, and Hazard perception in driving Borowsky, Avinoam; Shinar, David; Oron-Gilad, Tal Accident Analysis & Prevention (0001-4575) July 2010. Vol. 42, Iss. 4; p. 1240-1249 Source: Science Direct Mixed Signals on cellphone bans; Safety group seeks more data as states limit driving distractions Larry Copeland, USA Today 07 Jul 2011 Source: eLibrary Road Safety Program geared to students/ Driving distractions stressed at schools Magee, Maureen The San Diego Union- Tribune(1063-102x) 2009-10-22 Source: Newsstand Safety Campaign highlights Danger of Driving Distractions US FED NEWS Service, Including US State News 2009-06-03 Source: Research Library Complete Soglesby_M3:Assignment 2 [-;0] – http://www. sciencedirect. com. libproxy. edmc. edu/science? _ob=GatewayURL=citationSearch=4=SERIALSCENT=1=S0001-4575%2811%2900306-X=f657769fe706b77650817f650bfd1ffe [-;1] – http://www. sciencedirect. com. libproxy. edmc. edu/college [-;2] – http://search. ebscohost. com. ibproxy. edmc. edu/login. aspx? direct=true=afh=ehost-live=67047843 [-;3] – http://search. ebscohost. com. libproxy. edmc. edu/login. aspx? authtype=ip,uid=ehost=afh [-;4] – http://search. proquest. com. libproxy. edmc. edu/docview/880973357/citation/embedded/67K6C70KVQ8HHTJI? source=fedsrch [-;5] – http://search. proquest. com. libproxy. edmc. edu/telecomms [-;6] – http://search. proquest. com. libproxy. edmc. edu/docview /873326956/abstract/embedded/05S33OPH125WJ575? source=fedsrch [-;7] – http://search. proquest. com. libproxy. dmc. edu/military/ [-;8] – http://search. proquest. com. libproxy. edmc. edu/docview/886697220/abstract/embedded/YEPZ7R2PIKHVRMP5? source=fedsrch [-;9] – http://search. proquest. com. libproxy. edmc. edu/pqrl [-;10] – http://pro. sagepub. com. libproxy. edmc. edu/cgi/content/abstract/54/2/160 [-;11] – http://online. sagepub. com. libproxy. edmc. edu/ [-;12] – http://search. proquest. com. libproxy. edmc. edu/docview/198002167/abstract/embedded/67K6C70KVQ8HHTJI? source=fedsrch [-;13] – http://search. proquest. com. libproxy. edmc. edu/sciencejournals

Sucess and Misery Essay Example | Topics and Well Written Essays - 500 words

Sucess and Misery - Essay Example These challenges include becoming a success or failure in terms of academic achievements or the ability of a child to become strongly involved in sports activities. (pp. 16 – 17) When a child becomes unsuccessful in either school or sports activities, they tend to develop a self-inferiority complex as they grow old even if they have very supportive parents (p. 16). There are also cases wherein some children may not experience financial problems because their parents are able to financially support his/her material needs. However, not all of these children are able to enjoy a good family life since their parents need to spend more time on career rather than spending time on them. On the contrary, some children can experience having supportive parents but failed to enjoy the benefit of having excessive monetary wealth. The childhood experience of each person has something to do with their ability to balance having a good career and a family life. Normally, children who had experienced having a good childhood and family life are the ones with a greater chance of being able to maintain a successful family life when they get married. Some people are unsuccessful when it comes to balancing a successful career and a good family life. As a result of staying focus on career growth, some people could be experiencing enormous success with his or her professional life but remains empty in terms of being able to maintain a good relationship with a special someone or build a long-term happy family (p. 3). It is not a very bad thing to become successful in business or having a stable profession. However, the consequences of spending too much time on career development is so great that we tend to lose our relationship and attachment with our love ones. As an end result, a married man can have uncontrollable family and relationship problems which may have started from the absence of regular communication and quality time with the wife and children. Eventually, a successful

Esay descripition and analysis Essay Example | Topics and Well Written Essays - 500 words

Esay descripition and analysis - Essay Example It is interesting and vital to undertake a profound analysis of the character of Dylan, a 48 year old musician, who is going through depressed moods. In a close understanding of the story, it becomes lucid that Dylan, who writes songs for his living, is an alcoholic due mainly to his experiences. He is undergoing a divorce and he adores his two beautiful children. The basic problem with this character is that he does not any longer have respect for himself and he thoroughly feels helpless at times. "To overcome his depressed moods, he self medicates with near lethal doses of alcohol. But it is a condition of the treatment that he turns up sober to the sessions. In his sobriety, and under the group's gaze, he must face up to his compulsive behavior." (Yamey, 2000). Through the slow but skilful efforts of Charles Lathon, the therapist, the group in general and Dylan in particular discovers the factors behind the 'suffering conversations'. Therefore, the character of Dylan in the story has a major role to play in the group as he proves how Tuckman's model of group development fits to this group of six young men in search of life. The novel Groups gives a real-life account of the personal struggles of six young men and the experience of Dylan in the form of psycho therapy. Paul Solotaroff, the author, who is a journalist by trade and a former patient of a pseudonymous 'Dr.

Hospitality Essay Example | Topics and Well Written Essays - 500 words

Hospitality - Essay Example Although some hotel rooms may offer two or double rooms, timeshares offer queen or king beds set up in private rooms. Hotels only offer television sets in rooms while for timeshares, television is found in bedroom and living areas. Other amenities offered by timeshares but not offered by hotels include Jacuzzi tub in bathroom, fully equipped kitchen and washer suites. Customers may consider investment initial investment involved in buying a timeshare. Although this could be high, with time, they become cheaper. Six types of timeshares are available for buyers in the market in relation to their tastes, affordability, time and period of ownership, capacity, luxury, and availability. During their early days of invention, most developers provided a fixed one-week unit annually meaning the buyer could only occupy the unit once a week every year. However, many developments and modifications have come into place and flexibility in the product has been rising with increased demand and customer tastes. Until recently, developers did not spend enough time and money in making the structures. It is worth noting, â€Å"Most early timeshare resorts were conversions of old hotels, motels, rental-apartment complexes, or unsold condominiums† (Schreier 3). She further stresses that conversion typically undergo extensive renovation, and they may involve adaptive reuse of historic structures. Today, more time and resources are spent on constructing structures for timesharing purposes. Deeded timeshares gives the customer freedom of owning and using the property until the time of passing to the next party. This means that a title deed is issued to the owner to prove ownership of the property which could also be handed down to an heir if the owner so wishes. Life property timeshares allows the buyer to use the property every year for the rest of his life from the date of ownership. The disadvantage is that their benefits end at the time of death of the owner,

Nonprofit Grant Assignment Example | Topics and Well Written Essays - 1750 words

Nonprofit Grant - Assignment Example ons of young boys around the country and coming this year, hundreds of events are being planned, all over the country, to commemorate the Gold anniversary of the BSA. The organization seeks a grant for the Jamboree celebration that has been planned from the 24th of July to the 4th of August, an event in which approximately 50,000 scouts from all over the country will take part. The Jamboree is planned to be an event which will be an experience of a lifetime for the young boys in attendance, and is an inimitable opportunity for the introduction of life skills to the 50,000 scouts, leaders and visitors who will take part in the commemorative events1. The provision of this grant will ensure that this event is carried out in the finest way possible and will allow the Boy Scouts of America, both as an organization and a foundation, to cherish and spread its message all over the world. The event for the 100th anniversary shall be carried out in Virginia and will be a celebration of the diverse values that are a system of learning which become a part of the Boy Scout training. For this purpose, a wide variety of activities shall be arranged for the scouts and visitors in attendance. To aid in the provision of these activities and for the construction of the basic infrastructure required for the event, a grant of $1,500,000 is being sought which shall make it possible for the organization to plan and carry out the monumental task of the successful execution of the jamboree. The 100th anniversary celebrations will begin early on the day of July 26,2010, and will be a 10 day long event which shall include all manner of activities. The plans for the commemorative event includes offerings such as swimming, rappelling, kayaking, canoeing, fly fishing, archery, scuba diving, snorkeling, shooting, buckskin games and four 5 kilometer runs. Apart from that there will be hands-on merit badge demonstrations for the 17-acre conservation trail, various rotating stages of evening